Service delivery framework

Services Marketing: People, Technology, Strategy

Jochen Wirtz, Christopher Lovelock

Citations: 1035 • 1984

Engaged to a Robot? The Role of AI in Service

Ming‐Hui Huang, Roland T. Rust

Citations: 1014 • 2020

Service robot implementation: a theoretical framework and research agenda

Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers

Citations: 652 • 2019

Developing a formative scale to measure consumers’ trust toward interaction with artificially intelligent (AI) social robots in service delivery

Oscar Hengxuan, Shizhen Jia, Yafang Li, Doğan Gürsoy

Citations: 272 • 2021

Rise of the Machines? Customer Engagement in Automated Service Interactions

Linda D. Hollebeek, David E. Sprott, Michael K. Brady

Citations: 211 • 2021

Service robots, agency and embarrassing service encounters

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz

Citations: 200 • 2021

The adoption of AI service robots: A comparison between credence and experience service settings

Sung-Jun Park, ChunTing D. Tung, Hee-Jung Lee

Citations: 187 • 2021

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

Citations: 184 • 2020

Understanding and Improving Consumer Reactions to Service Bots

Noah Castelo, Johannes Boegershausen, Christian Hildebrand, Alexander P. Henkel

Citations: 169 • 2023

Personalization in HRI

Min Kyung Lee, Jodi Forlizzi, Sara Kiesler, Paul E. Rybski, John Antanitis, Sarun Savetsila

Citations: 159 • 2012

A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

Faruk Seyitoğlu, Stanislav Ivanov

Citations: 151 • 2020

Service robots in full- and limited-service restaurants: Extending technology acceptance model

Wei‐Kang Kao, Yu‐Shan Huang

Citations: 145 • 2022

Robots at your service: value facilitation and value co-creation in restaurants

Xiya Zhang, M.S. Balaji, Yangyang Jiang

Citations: 126 • 2022

Living and working with service robots: a TCCM analysis and considerations for future research

Arne De Keyser, Werner H. Kunz

Citations: 116 • 2022

Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots

Xinyu Xing, Meng­meng Song, Yucong Duan, Jian Mou

Citations: 108 • 2022

Service Robots: A Systematic Literature Review

In Lee

Citations: 106 • 2021

A systematic review evaluating the implementation of technologies to assess, monitor and treat neurodevelopmental disorders: A map of the current evidence

Althea Valentine, Beverley J Brown, Madeleine J. Groom, Emma Young, Chris Hollis, Charlotte L Hall

Citations: 102 • 2020

May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness

Esra Arıkan, Nesenur Altınigne, Ebru Kuzgun, Mehmet Okan

Citations: 102 • 2022

Robot vs human: expectations, performances and gaps in off-premise restaurant service modes

Karen Byrd, Alei Fan, EunSol Her, Yiran Liu, Barbara Almanza, Stephen Leitch

Citations: 99 • 2021

Enabling building service robots to guide blind people a participatory design approach

Shiri Azenkot, Catherine Feng, Maya Çakmak

Citations: 98 • 2016